Qiscus Omnichannel Chat is a comprehensive platform designed to centralize customer communications from various sources, including live chat, WhatsApp, Instagram, TikTok, and popular marketplaces like Tokopedia and Shopee. It aims to simplify business-customer interactions by providing a single interface for managing all conversations. The platform supports voice and video calls to foster deeper customer engagement. It leverages AI through AgentLabs to provide automated 24/7 responses to common inquiries and integrates with Qiscus Agent Copilot to assist human agents with accurate and precise replies, including AI-generated summaries and suggested answers. For issue resolution, it can be combined with Qiscus Helpdesk to streamline escalation and cross-team collaboration. The Outbound Message feature allows proactive communication of important information via WhatsApp and other channels, enhancing customer trust. Customer data integration from CDPs or other systems enables personalized conversations. An integrated analytics dashboard tracks key metrics like conversation count and response time, providing actionable data for evaluating team performance. Smart Agent Allocation automatically routes chats to the appropriate division and distributes them based on workload, while Agent Management allows for organizing agents, setting permissions, and controlling channel access. Qiscus Omnichannel Chat offers a customizable chat widget for websites and apps, and the Qiscus App Center facilitates integration with CRM, chatbots, surveys, and more. Its API and Webhook capabilities ensure flexible integration with other business systems.

Features & Benefits

• 20+ Channels in One Platform: Consolidates customer messages from live chat, WhatsApp, Instagram, TikTok, and marketplaces.
• AI-Powered Support: Utilizes AgentLabs for 24/7 automated responses and Agent Copilot for AI-assisted agent replies, summaries, and suggestions.
• Voice and Video Calls: Enables virtual face-to-face communication and direct discussions for deeper customer engagement.
• Proactive Messaging: Allows businesses to send important updates and information to customers via WhatsApp and other channels.
• Integrated Analytics: Provides a unified dashboard to track chat metrics, response times, and evaluate team performance.
• Smart Agent Allocation: Automatically routes customer chats to the right division and distributes them based on agent workload.
• Flexible Integration: Offers a customizable chat widget, the Qiscus App Center for third-party app connections, and API/Webhook for custom integrations.